Business Process Training by BP Group

BP Group Business Process Training

In March 2012, BP Group have scheduled business process training sessions in Australia.

Certified Process Professional, CPP, sessions 1&2 have been scheduled in Brisbane, Sydney and Melbourne for March 2012.

At the end of March and again in May, sessions have also been scheduled for New Zealand.

Business Process Training Dates

Check out the training dates and the session nearest you at the BP Group site

Anyone who is involved in managing business processes within their organisation will benefit from this business process training and most likely walk away viewing business process management in a completely new light.

Update (May 2012): link updated to latest schedule on BP Group site – indexed by city

Announcing Business Process Training for 2011

Certified Process Professional (CPP)
Certified Process Professional (CPP)
Returning to Australia and New Zealand in the coming weeks, this world renowned programme (just sold out again in Europe) offers the full Certified Process Professional (CPP) training and certification, and it is a ‘must have’ for both the practising and aspiring Business Process Professional.

If you missed out on the training last year, make sure that you don’t miss out again this year! This is the most pragmatic and immediately accessible approach that I’ve found to reduce costs, increase revenue and improve customer service.

The BP Group have just announced that they are now taking bookings for their Certified Process Professional training and has scheduled sessions for the end of January through until mid-March and in the following cities:

Looking for BPM training in Sydney, Adelaide or Hobart? Or maybe in-house training would be preferable? Either leave a comment below or email us directly via our contact form (here) and we will advise you of possible options.

The BP Group is offering discounts to members of the International Institute of Business Analysis (IIBA) and the Australian Business Analysis Association (ABAA).

The programme is based around REAL case studies and draws on the world leading best practice of organisations such as Disney, BestBuy, FedEx, Virgin, SouthWest, Gilead Sciences, Emirates and many more. The result is one of the most up-to-date, thorough, and informed courses in business today.

I highly recommend it.

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Book Review – “Outside-In” by Steve Towers

Outside-In – The Secret of the 21st Century Leading Companies

BP Group Press, 2010

Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape.

An Outside-In Philosophy

In suggesting that today’s businesses are working with new rules and within a new environment is no surprise to any of us who are over the age of 30. The question is how to mould organisations into a way of thinking that is aligned with today’s consumer to ensure “successful customer outcomes” in all business and consumer interactions – hence, an “outside-in” philosophy.

From the inside cover: “A seasoned practitioner with over 30 years of hands-on experience, Steve is one of industry’s noted experts in Enterprise BPM and Performance transformation. He heads the Research & Professional Services network within the BP Group. … A noted leader, Steve works as a mentor, coach and consultant and has helped pioneer through research and ‘hands-on’ exposure to the world’s leading companies, the evolution to Advanced BPM aka ‘Outside-In‘. Recently recognised as a global thought leader in ‘Outside-In’ Steve continues to evolve process thinking towards a customer centric view of business.”

The book questions the approach of traditional business processes, noting that just because we’ve always done something a given way, doesn’t necessarily make it right. And even if we perceive that we may be doing things ‘right’, are they really the right things to be doing in the first place? While these concepts in themselves are not ground-breaking, the idea of fixing the causes of work instead of massaging a process to compensate for an outcome (effect), is one of the fundamental mind shifts that is presented.

We live in a world where consumers have access to more information than they can ever possibly desire. They can easily be, and quite often are, more informed than the customer service person who supplies them with whatever product or service they are sourcing. Steve suggests that, as suppliers, we need to step into the shoes of these ‘pro-sumers’, our customers, to understand their true need, rather than their perceived ‘want’. If we understand who our customers are, their expectations, the process they think they are involved with, that everything we do impacts the customer, and what their real needs are, then we are capable of delivering ‘successful customer outcomes’.

The book is an easy read, stepping us through a series of questions to make us look at things from our customer’s point of view. Beyond this, the framework presented provides a foundation for organisations to question their current approach to the way their business processes are implemented. It suggests that in using this framework, simultaneous improvements can be achieved in revenue, costs and customer service – something considered a lot more challenging to achieve using previous business process improvement strategies. After all, “we can’t solve problems by using the same kind of thinking we used when we created them” (Einstein).

Outside-In Examples

The steps within the presented framework are backed up with many examples, some a little more contemporary than others. While the concept of a customer centric organisation is not new, the framework presented here is the first I’ve seen that is sound, logical, comprehensive and practical. The list of companies cited as taking an outside-in approach is impressive, with many well known brands mentioned. Most notably these are companies that survived and even grew during the global financial crisis.

In a time when we are overloaded with information and complex challenges, I find the concepts of “Outside In” both pragmatic and refreshing. More than anything, it suggests that we need to remove our blinkers, unlearn our understanding of customer satisfaction and widen our horizon to encompass a much more comprehensive total customer experience.

Every organisation only exists to serve its customers. If you work in an organisation, and particularly if you are in a position to shape the processes within an organisation, then I would recommend that you read “Outside-In”.

Advanced BPM Training

Recently I was fortunate enough to be able to attend the BP Group Certified Process Process Professional program in Brisbane. For me, this was the opportunity to follow up the three day Business Process Management Training I had previously attended in Melbourne.

As expected, there were a great group of attendees, from diverse backgrounds. Despite the various experiences, everyone present was tied to the one goal of improving business processes.
How to:
– increase revenue;
– reduce costs; and
– improve customer service.

Steve Towers demonstrated proven, practical methods and tools for advanced business process improvement and realising the above benefits by refocusing on successful customer outcomes (SCOs) using an “Outside In” strategy.

As one of the attendees in Brisbane has commented –
“I still find it incredible that in this conventional information and process rich world we live in that we can look at what we do in a slightly different but totally logical way and the picture changes (so) dramatically.” Charles Bennett, Managing Partner & Project Director at IBS Publishing

Many companies say that they are “customer focused”, but most fail to really put themselves in their customers’ shoes and deliver real solutions for their customers’ needs. This is where the methods and tools of the Certified Process Professional (CPP) Program can make a tangible difference to how you look at the business processes in your organisation.

If you are looking to improve your own professional skills in business process management and business process improvement, then I would recommend the Advanced Business Process Methods and Techniques of the Business Process Professional program by BP Group.

Stephen Nicholson
Certified Process Professional – Master

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